Oliver Catt

The Cattalyst

Since starting my own consultancy I have been lucky enough to work with some of the best businesses and companies in the sales industry. 

Some of my big wins include:
•	Increasing sales in one business by over 250% through training needs analysis, coaching, mentoring and additional training
•	Creating a bespoke, extensive skills program for every department and location to enable cross-skilling and protect the business from staff churn resulting in an overall attrition reduction of 33% and internal department transfers increase of 12%
•	Decreasing recruitment costs by more than 25% by introducing intensive senior leadership training to equip leaders with the necessary skills to train, coach and support their teams increasing internal promotions, tenure and employee satisfaction
•	Reduction in compensation and goodwill gestures needing to be offered by more than 17% by hosting calibrations between departments and encouraging information sharing for trends to be established and remedial action implemented

Want to see how we can work together to get similar results? Get in touch and let’s get the ball rolling.

Founder

Call Center Confidence with Cutter & Catt

Running a call center is tough.
Leading a sales team is a challenge.
And there is the fun of having a call center sales team.

Luckily we know what it takes to succeed.
Welcome to the Call Center Confidence Show with Cutter and Catt.

If you own or lead a telesales team - you are in the right place.

If you work in sales and aspire to move into a leadership role, then tune in, take notes, and learn how to create a successful call center sales team.

Each week we will bring you topics to help scale your team, increase profits, and actually feel like you are winning, resulting in a call center you can be proud of.

What you can expect from your two guides - conversations that won’t be overly scripted, definitely not salesy or boring - just filled with as much value as possible.

Co-Founder

RevGenius

Founding Member

Unique Vacations, Ltd.

Employed by UVL to redesign, restructure and direct the learning and development department to create change and to increase business turnover with innovative training and strong leadership. Whilst working for UVL my key responsibilities and achievements include:

•	Directing a team of 8 trainers and 2 training managers across 5 countries (UK, Grenada, St Lucia, Jamaica, Bahamas)
•	Increased revenue business-wide by over 15% in 12 months through a series of coaching, upskilling and sales leadership training
•	Training & development of staff at all levels from front line service personnel to senior management to ensure consistency
o	Extensive skills program created for every department and location to enable cross-skilling and protect the business from staff churn.  Overall attrition down by 33% and department transfers increased by 12%
o	Introduced intensive managerial training to equip leaders with the necessary skills to train, coach and support their teams increasing internal promotions and decreasing recruitment costs by approx. 10%
•	Held weekly leadership development workshops to review the performance of their direct reports and devise training strategies that could be put in place immediately to improve performance 
•	Weekly training calibrations held with QA department to ensure training which was being implemented is fit for purpose and to share trends.  This reduced financial errors (generally consisting of room misquotes and goodwill gestures) by 17%
•	eLearning platform implemented across all sites to create a blended learning program for all employees in order to consume content on the go, be more efficient and save time
•	Responsible for creating revolutionary in-house video content to adapt to all learning styles and needs of the individual trainees and specific departments
•	Multi-site presence to ensure consistency in training design, delivery, strategy, methodology and results

Director of Learning and Development

XLN | for small business

Whilst working for XLN my key responsibilities and achievements include:

•	Leading a team of 7 trainers
•	Weekly, monthly and quarterly reporting of training department results to demonstrate the impact of training vs. sales, quality and CSAT results
•	Increase sales business-wide by over 250% in the last 18 months through training needs analysis, coaching, mentoring and additional training
•	Maintain levels of knowledge and improve speed to competency 
•	Implemented an eLearning system and designed new digital content to align the training of staff across two sites alongside our UK based sales teams
•	Redesigned and delivered an extensive skills training program for the entire business across multiple sales channels and locations
•	Coaching at all levels to ensure that any training undertaken is delivered to a high standard and knowledge is retained by all staff
•	Support the training and development needs of the business and affiliates 
•	Introduced work-based qualifications for all levels to increase the tenure of staff and reputation of the business which has assisted in the reduction of attrition by 7% 
•	Designed and facilitated intensive managerial training package including “Buddy to Boss” coaching and mentoring for peer to management internal promotions
•	Led the training implementation of a new technical services department that had been outsourced for over 5 years
•	Project managing the launch of our new sales partners who are working alongside XLN – both within the UK and internationally
•	Multi-site presence to ensure consistency in training design, delivery, strategy, methodology and results
•	Responsible for XLN wide training needs analysis for existing employees of all levels
•	Design training for external clients and business partners
•	Managing accounts and training knowledge for B2B and B2C

Head of Learning & Development

HGS - Hinduja Global Solutions

Working for an International outsource contact centre managing the learning and development team specialising in customer service, sales, compliance, technical and many other areas that require development. Inclusive of my role I train and coach our internal departments from new inductees right through to existing members of the team.

My key responsibilities were:

•	Set up brand new sites and implement training operations across multiple UK geographies
•	Recruited, constructed and managed new training teams 
•	Responsible for the design, development, implementation and evaluation of all client-specific training requirements
•	Supported the training and development needs of the business and its’ people as a whole across all locations
•	Managing and monitoring teams of trainers across the different UK sites
•	Training Implementation and project manager – Advise, plan and build the initial set up of new business within the company 
•	Compiling and completion of daily reports for our company’s clients and internal Exec Board
•	Extensive on-site presence in all locations to ensure consistency in training design, delivery, strategy, methodology, and results
•	Completing training needs analysis for a vast majority of companies and consult for existing business
•	Assessing the trainers in their delivery and providing them with feedback and coaching
•	Resource planning and delivery of training programs for a vast client base
•	Pre-emptive planning making sure that our Clients’ needs were met
•	Working to set budgets and ensuring that they are not exceeded
•	Having daily client contact to ensure their requirement’s and targets are met

Training and Development Manager

TalkTalk

My original role within the company was a Retentions Advisor, whilst working in this department I also undertook many other responsibilities, including a secondment as a Team Manager and departmental Trainer. I also travelled to other sites within the UK overseeing TalkTalk projects, general business implementation and system migrations. Whilst performing in those roles my responsibilities were:

Trainer
•	Designing and delivering training packages for the department internally and externally 
•	Delivery of company KPI’s and service level agreements
•	Coaching the department in customer service and sales techniques
•	Visiting other sites to train staff and support agents during the implementation of new processes
•	Supporting call centre staff during product and system changes
•	Process mapping for business updates and enhancements
•	Team coaching and performance enhancement

Team Manager
•	Managing Teams of up to 15 people
•	Monitoring and managing the team’s performance and targets
•	Delivery of company KPI’s and service level agreements
•	Handling of escalated customer complaints
•	Supporting contact centre team members during product and system changes
•	Resolving company issues at a CEO level and managing a CEO team

Retention Advisor (sales role)
•	Taking daily calls from customers that wished to terminate their contract and retaining their business
•	Extremely sales orientated role
•	Dealing with customer complaints
•	Liaising with other business to make sure that customers’ needs were met

Retentions and Options Consultant

Scaling your Sales and CX teams whilst saving you money!

I deliver personalized services that large enterprises often overlook.

With over twenty years in Sales, Leadership, and Contact Center expertise, I specialize in turning teams into high-performing units.

I can help you with:

- Sales Training: My expertise in sales training is about more than just tactics; it’s about instilling a success-driven mindset. By elevating sales figures by over 250%, I have demonstrated the impact of strategic training and execution. My methods are designed to harness the potential of your sales team, transforming them into a high-performing unit.

- Leadership Development: I believe strong leadership is the backbone of any thriving business. Through my tailored leadership training programs, I empower individuals to become effective leaders, fostering a positive work environment and driving organizational success. My approach has successfully reduced staff turnover by 33% and boosted internal transfers by 12%.

- Contact Centers: Leveraging my extensive global network, I connect businesses with the best contact centers in the world. This service enhances customer experience and operational efficiency, as evidenced by my collaborations with esteemed clients like VISA, TalkTalk, Sky, and Unilever.

One of the best parts of running your own remote business is that you get to work from some of the most amazing locations in the world. 

Today the wife Alexandra Catt and I get to work from our little staycation hideaway “Villa Kaya” here in Grenada 🇬🇩

Where have you been lucky enough to work from? 

#RemoteWork #Staycation #Grenada

Yesterday a friend of mine asked me "So what do you actually do for a living?"

At first I was shocked. Then I was like... "how could I have been so stupid" 🤦‍♂️

I know I am not the best at marketing and social media, but how have I missed something so crucial. 

So why is this important when you run your own business?

They always say that when you start your own business your first 3-5 clients you already know. 

Not only this...

➡ They know people
➡ They have extended reach
➡ They may even run or own their own business and may need your services

Any this is exactly what happened to me yesterday... 

Every Sunday our little mountain bike crew hits the trails, and during our ride a friend said to me

"Love that you are always wearing your brand"

I questioned it at first, but then I realised I was wearing a branded rash-guard with my wife's Travel company on it (which he also thought I was part of).

I corrected him, to which he replied with the question above... "So what do you actually do for a living?"

After a brief explanation of the usual blurb... Sales Training, Leadership Development etc

He said,

"We need to chat after this ride, I am a keen believer in ongoing training and development and I always invest in my team"

Out of nowhere I had a new lead, maybe a new client and possible ongoing business. 

So what does this tell us...

When we speak to people, friends, family, contacts or people we meet online through networking or social media

You need to be clear and tell people what you do for a living!

You never know where your next lead will come from. 

As for me,

It has made me re-think my content, socials and outreach.

Because if my friends don't know what I do, how can I expect anyone else to?

Has this ever happened to you before? Or what have you done to ensure this doesn't happen to you?

#whatdoyouthink #Whatdoyoudo #sales #outreach  


Why are leaders failing? 𝘛𝘩𝘦𝘺 𝘢𝘳𝘦 𝘯𝘰𝘵 𝘵𝘳𝘢𝘪𝘯𝘦𝘥!

Today I am giving away 𝙁𝙍𝙀𝙀 leadership resources to help leaders grow and develop.

If you want to streamline your processes such as
👉 1-2-1s
👉 Appraisals
👉 Team Meetings

And more…

Just comment “Leader” below and I will DM you a link to my documents as they are published.

If you are looking for anything specific then DM me for more information!

#Sales #Leadership #Free #Resources #LeadershipSkills

I started my solo “entrepreneurial“ journey 4 years ago and it changed everything. 

Since then, I've..

➡ Embraced failures as lessons for growth (far too many of them 🤣)
➡ Learned the value of adaptability in business (those pesky demanding clients 🤦‍♂ you know who you are 😜)
➡ Pivoted my strategy to meet the market's changing demands (damn you competition 🤣)

So if I had to do it all over again, here are 5 things I'd do differently. ⤵ 

1.  Throw the plan out of the window!

Initially, I believed my plan was foolproof. 

𝘐𝘵 𝘸𝘢𝘴𝘯'𝘵. 

It led to missed opportunities, stifled innovation, and unnecessary stress. 

Instead, bring on the adaptability.

2.  Always ask for feedback

I underestimated the value of external insights. 

It could have saved me time and resources. 

I would prioritize gathering and acting on feedback. Never be afraid to ask!

3.  Embrace failure from the start. 

Waiting too long to take risks led to slower growth. 

Now, I'd take calculated risks early because they open doors to faster learning, more innovation, and better resilience.

4.  Avoid over-planning. 

I was told planning was everything. 

In reality, over-planning limited what I was able to do. This mindset shift could have accelerated my progress.

5.  Always prioritize resilience. 

It took years to understand that resilience is key. Ignoring the noise and focusing on bouncing back has always paved the way for success.

The good news, I am still learning from my mistakes 

And…

I am still making them.

What's the biggest lesson you've learned in your business or career?

#AlwaysbeLearning #OnGoiningDevelopment #Mistakes

I know what you are thinking...

How messy is my desk!

Let me tell you, that is not what was going through my mind when I spotted Sparkles the Snake in my office (appropriately named by my 2 & 3 year old)

I can do creepy crawlies, spiders and even roaches! 🕷️

But the one thing on this planet that sends shivers down my spine

Snakes! 🐍

Did I want to go anywhere near it? Absolutely not!

Did I have to deal with it? 100%

I knew that if I just left her to her to do her own thing, I would come back everyday and she would be sat there eye-balling me and making me feel that fear day in, day out. 

So I plucked up the courage, got the pole, and did what I needed to do to ensure she did not bother me or my family again. 

Yes she is still alive!

Yes I walked her down a very long road to re-home her 

And

Yes I hope she does not have Sat-Nav to find her way back! 😂

So what has Sparkles the Snake got to do with Leadership I hear you ask.

I'm getting to it 😜

Just like I could have done with Sparkles, it is very easy for a leader to burry their head in the sand when faced with a problem

Hoping it just goes away. 

But guess what... Not going to happen!

The fear, worry and anxiety will just build every single day

Any leader worth their weight in gold will tell you that you have to face your fears

Stand up to what scares you the most and take it on the chin!

When you can do that, and step up to the plate

Then, and only then can you start to overcome that fear, you can make a change and take the next step to removing that fear altogether.

So tell me, what scares you the most? What step are you afraid to take? 

#Leadership #Scared #Afraid #NextSteps 

Effective training is non-negotiable. 

The challenge? 

Doing so without draining your resources. 

Here are three steps to maximizing your training ROI:

1. Narrow down your training objectives. 
-> The more precise your needs, the less you'll fork out. 
-> Opt for specialized courses to get more bang for your buck.

2. Don't overlook the power of negotiation. 
-> A conversation about bulk discounts can lead to significant savings. 
-> Remember, if you don't ask, you don't get.

3. Harness free and low-cost training options. 
-> With a myriad of online platforms and sponsored programs, the right skill development doesn't have to cost a fortune.

4. In-house training: an untapped resource. 
-> Your team might already possess the expertise you need. 
-> Utilizing internal resources can save substantial amounts.

With the right approach, it's entirely achievable to give your team the training they deserve without braking the bank. 

Invest in your team's future without compromising on quality or cost. 

I have helped over 500 teams with training programs and I can help yours too. 

Want to know how?

#sales #salescoaching #maximizeroi 

Throughout my experience, I've transformed leadership training across various industries. 

The key? 

A set of adaptable, impactful methodologies 👇

#1: Industry-Specific Insights

How it works:
-> Identify unique industry challenges
-> Incorporate relevant regulatory knowledge
-> Focus on industry-specific skill sets

This approach ensures leadership training is directly applicable and impactful.

#2: Scale Adaptation

How it works:

-> Step 1: Evaluate company size
-> Step 2: Tailor content for scalability
-> Step 3: Emphasize appropriate leadership qualities

Side note: Avoid a one-size-fits-all approach. Customize to fit the organization's size and structure.

#3: Customized Content Creation

How it works:

-> Avoid generic content
-> Tailor training to address specific company culture and values
-> Blend in current leadership skills and identified gaps

By focusing on these areas, you ensure the training is not just effective but transformative.

#4: Strategic Thinking Enhancement

How it works:

-> Start with understanding the competitive landscape
-> Then, dive into strategic skill development
-> Finally, practice decision-making in complex scenarios

Adopting these steps will prepare leaders to navigate through industry-specific challenges successfully.

#5: Engagement and Implementation

How it works:

-> Use real-world scenarios
-> Encourage interactive learning
-> Provide tools for immediate application

Implementing these tips will make the leadership training not only insightful but also immediately actionable. 

#leadershiptraining #Framework #method #sales

Over the past few years, I have taught call center agents how to turn average customer interactions into unforgettable experiences.

Want to know the secret?

I use the same 5 strategies every time 🧵👇

Strategy #1: Audience Understanding

How it works:

-> Identify caller types
-> Tailor the conversation
-> Offer personalized solutions

This approach transforms your calls into tailored experiences.

Strategy #2: Data-Driven Scripts

How it works:

-> Analyze customer data
-> Segment audiences
-> Craft targeted scripts

Quick note: don't use one-size-fits-all scripts. Customize based on data insights.

Strategy #3: Technology Integration

How it works:

-> Leverage analytics tools
-> Deepen customer insights
-> Personalize more effectively

Avoid generic interactions; use technology for deeper personalization.

Strategy #4: Real-World Relevance

How it works:

-> Share relevant case studies
-> Connect products with needs
-> Highlight successful outcomes

Do this, and your calls will resonate more deeply with clients.

Strategy #5: Continuous Improvement

How it works:

-> Gather feedback
-> Refine approaches
-> Enhance personalization

That's it! Implementing these strategies can significantly boost customer satisfaction and loyalty.

I can teach your team the same. Reach out for a chat!

Before, I spent hours trying to sell in one meeting. 

Now, I invest that time in understanding customer needs. 

There is only one goal in both: to provide real value. 💎 

Basically, it's not about the number of products pushed out the door. 

Alone, pushing features falls flat compared to uncovering needs to create lasting solutions. 

And you, are you solving or selling?

How to transform the leadership in your organization in just 5 easy steps?

It's simple.

Start with these steps:

👉 Enhance Leadership Competencies.

Focus on developing key skills that drive team success and operational efficiency.

A competent leader is a 𝗽𝗿𝗶𝗰𝗲𝗹𝗲𝘀𝘀 asset.

👉 Cultivate a Positive Work Environment.

Leaders should inspire a culture of innovation, collaboration, and job satisfaction.

This environment is where high performance 𝘁𝗵𝗿𝗶𝘃𝗲𝘀.

👉 Align Teams with Organizational Goals.

Ensure leaders are in sync with your company’s 𝘃𝗶𝘀𝗶𝗼𝗻.

Alignment fosters a unified direction and 𝗽𝘂𝗿𝗽𝗼𝘀𝗲.

👉 Invest in Leadership Development Programs.

Such investments prepare leaders for future challenges and enhance the organization's adaptability and 𝗿𝗲𝘀𝗶𝗹𝗶𝗲𝗻𝗰𝗲.

👉 Encourage Strategic Thinking.

Leaders adept in strategic decision-making can navigate complex challenges, ensuring long-term 𝘀𝘂𝗰𝗰𝗲𝘀𝘀.

Adopting these steps can dramatically improve your leadership quality and organizational performance.

#leadership #leadershiptraining   

  
How to Elevate Your Company with Leadership Training.

Investing in leadership training isn't just an expense; it's a pivotal move towards unparalleled efficiency and a thriving workplace culture.

Three pivotal steps:

1. Boost Efficiency Across the Board
  ➡️ Develop more effective leaders.
  ➡️ Achieve significant efficiency gains.
  ➡️ Enjoy ongoing returns from a one-time investment.

2. Foster a Positive Workplace Culture
  ➡️ Equip leaders to engage and inspire.
  ➡️ Build positive team dynamics.
  ➡️ Elevate the company's bottom line through culture.

3. Prepare for Future Challenges
   
  ➡️Enhance adaptability in changing scenarios.
  ➡️ Integrate digital skills for modern challenges.
  ➡️ Increase employee retention through effective leadership.

Efficiency isn't just about doing more with less; it's about empowering your team to lead with confidence and adaptability.

💥 Transform your business's future. 
💥 Let's make leadership excellence the norm, not the exception.

Do you plan on investing in leadership training? 


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